Laptop ER: Convenient Technical Support

Laptop ER provides support for Northwestern faculty, staff, and students at various locations on campus.

This service is an effort by NUIT to expand technical support services to the University community in a convenient and efficient manner. Students, staff, and faculty should continue to call the NUIT Support Center for basic assistance and use the Laptop ER for hands-on support of laptop computers and NetID password issues that cannot be resolved over the telephone. On-site appointments will continue to be scheduled for students living in on-campus housing who own desktop computers.

Support for Everyone
NetID password resets are available for all members of the Northwestern University community. To receive service, individuals must present a WILDCard for identification.

Support for Students
The following services are available to students who experience problems with their laptop computers running Windows XP or Mac OS X 10.2 or greater:

• Network connectivity troubleshooting
• Virtual Private Network (VPN) configuration
• Wireless configuration assistance, including 802.1x access
• Limited virus and spyware remediation
• NUTV configuration and troubleshooting
• E-mail client configuration assistance
• NetPass registration assistance
• Operating system problem diagnosis and assistance

To assist as many customers as possible, support assistance for students is limited to one hour. If a problem cannot be solved within one hour, a follow-up appointment will be scheduled.

Support for Faculty and Staff
The following services are available to faculty and staff who experience problems with their laptop computers running Windows XP or Mac OS X 10.2 or greater:

• Network connectivity troubleshooting
• Virtual Private Network (VPN) configuration
• Wireless configuration assistance, including 802.1x access
• E-mail client configuration assistance

To minimize the risk of troubleshooting mishaps, faculty and staff must operate their own computers during Laptop ER support sessions, however student consultants will instruct users through the process.

Support assistance for faculty and staff is limited to 15 minutes. If a problem cannot be solved within that time, faculty and staff will be referred to their local departmental tech support or Distributed Support Services (DSS).

Support Exceptions
These services are not available through NUIT:

• Hardware maintenance and repair
• Operating system installations
• Software tutoring or usage assistance

In the event that NUIT is unable to assist a student, faculty, or staff member, the student consultant will direct the user to alternative resources that may be able to help solve the problem.

Hours and Locations
The convenient service, located in the Norris University Center, Crowe Café, Lisa’s Café and Plaza Café, is available on a first come, first serve basis, and no appointment is needed. A sign-in sheet will be made available at each location to fully ensure a fair and effective support process. To facilitate the support process, users should bring a power cable and operating system CD, if applicable.

Laptop ER is regularly available from the first week of class through reading week. Laptop ER is not available during finals week, winter break, spring break, and during the summer. Contact the NUIT Support Center for assistance when Laptop ER is unavailable.

Day	Hours	Location
Sunday	1:00 - 5:00 p.m.	Norris Couches
Monday	1:00 - 5:00 p.m.	Plaza Café
Tuesday	1:00 - 9:00 p.m.	Norris Couches
Wednesday	1:00 - 9:00 p.m.	Tech Express
Thursday	1:00 - 9:00 p.m.	Norris Couches
Friday	1:00 - 5:00 p.m.	Crowe Café

• NUIT Support Center
• LiveHelp Chat Support

NUIT Support Center

Central helpdesk for faculty, staff, and students.
847-491-HELP (4357)
consultant@northwestern.edu